Remote Europe Regional Patient Care Lead

TuoTempo; Biskupiec; Remote; PLN 264,000 - 395,000; Full time

Benefits offered by this job

Healthcare insurance

Wellness programs

Time off

Job summary

Docplanner Group is seeking a Patient Care Regional Manager to lead Patient Care teams across European markets, ensuring service consistency and strong people development. You’ll align with Country Managers and the Global Patient Care Head to implement global standards locally.

You’ll read dashboards, coach managers, and drive KPI-focused operations while collaborating with product teams on tooling, automation, and process improvements. Remote, multilingual team experience valued.

Qualifications

• 5+ years in customer support, patient experience, or service operations.
• Experience managing teams across multiple European countries.
• Strong people instincts: direct, empathetic, consistent.
• Data-driven: comfortable with dashboards, pulling operational reports, and making decisions from numbers.
• Experience running quality review or moderation programs (calibration, rubric design, scoring).
• Fluency in English mandatory.
• Proficiency in project management tools (e.g., Jira, Notion, or similar).

Responsibilities

• Own performance reviews, 1:1s, and development conversations for direct reports across your markets.
• Manage absence, availability, and team sizing for your region.
• Lead hiring decisions and internal mobility within the Patient Care team.
• Build a culture of direct feedback and consistent follow-through.
• Track regional KPIs: response SLA, first-contact resolution, CSAT, and quality scores.
• Run quality review and moderation programs — calibration sessions, rubric definition, scoring.
• Identify performance trends using dashboards and reports; translate them into concrete actions.
• Own escalation protocols for complex patient cases.
• Partner with Country Managers to align on priorities, workload, and service commitments.
• Work with the Product/PATS team on tooling rollouts, workflow automation, and process improvements.
• Contribute to the monthly Patient Voice reporting — classified ticket analysis, actionable issue surfacing.
• Act as regional interface for global policy rollouts and operational changes.

Skills

People management

Customer support

Data dashboards

Quality reviews

English fluency

Jira/Notion

Multi-country teams

Tools

Jira

Notion

Job description

Docplanner Group is seeking a Patient Care Regional Manager to lead Patient Care teams across European markets, ensuring service consistency and strong people development. You’ll align with Country Managers and the Global Patient Care Head to implement global standards locally.

You’ll read dashboards, coach managers, and drive KPI-focused operations while collaborating with product teams on tooling, automation, and process improvements. Remote, multilingual team experience valued.